Business Profile
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AARPThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for AARP's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 277 total complaints in the last 3 years.
- 107 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/22/2024
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stop with the games that you all are playing and stop AARP from connecting me or you all will be going to jail as an accessory to the crimes that's already committed and there's numerous of conspiracy charges will applyBusiness Response
Date: 10/23/2024
October 23, 2024
Dispute Resolution Team
BBB of **********************************
*****************************
*******************; 20005
Re: ****** ********, ID # ********
To The Dispute Resolution Team:
We are in receipt of your letter regarding ****** ******** request to have no further communications from AARP.
As requested, on October 18, 2024, the following email addresses have been added to all of AARPs suppression files: *********************************,***********************, and ***************** It will take 7-10 days to take effect. We have added a suppression for Mr. ******* mailing address at *****************************************************.
As some mailings are prepared ahead of their distribution date, it may take up to 12 weeks for this request to filter through our database and those of our affiliated service providers.
In addition to targeted solicitations (those sent to a particular person at a specific address), AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These items are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50-plus household.
If Mr. ******** should receive additional targeted mailings after January 9th, 2025, he may call me directly at **************, and it would be my pleasure to assist him further. I ask that he please have the mailing available, as each notice has specific codes that will help investigate further. If more convenient, Mr. ******** may send the mailing to me by email at: *************************************** or by U.S. Mail at the following address: AARP, ************* Ombudsman Team,**********************************************************************************
We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************Initial Complaint
Date:09/20/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother is a AARP member. She registered with *********************** for her new 2021 Chey, Trailblazer. My mother is 80 years old at the time of her auto insurance. Hartford charged my mother $700.00 hundred dollars a month. This was done through AARP how can AAARP be for seniors when they double charge charge seniors or should I say they told advantage of a senior citizen on a fixed income. AARP advertisement is not for seniors best interest. My mother has paid $6500 hundred a month for auto insurance with AARP ************************** why. How many more seniors agreeing taking advantage of through AARP.Business Response
Date: 10/16/2024
October 16, 2024
BBB of ******************* &
Eastern Pennsylvania (**************)
************************
*********************************************
Attn: BBB Representative
Re: Pier ***********
ID: ********
Dear BBB Representative:
This letter is in response to a recent complaint to the Better Business Bureau, filed by Pier ***********. The issue is regarding an AARP The Hartford auto insurance policy for Mr. ************ mother. This complaint has been referred to me for investigation and response.
Please be advised that AARP contracts with providers to make products and services available to
AARP members. Neither AARP nor its affiliate is the provider. When AARP receives a
complaint such as the one that you forwarded;AARP will forward the complaint to the
appropriate provider for feedback, research,and/or response.
I reached out to Mr. *********** via email on 10/9/2024 to request additional information. As of 10/16/2024, AARP has not received a response to the following questions:
What is your mother's name and AARP number?
When did your mother enroll with The Hartford?
What was the initial quote when enrolling with The Hartford?
Which month was your mother double-charged?
Have you reached out to The Hartford about the double charge? If so, what is the status of this double charge?
We apologize for the inconvenience Mr.************ mother has experienced. We look forward to hearing from you soon.Should you have any additional questions, please do not hesitate to contact me directly by calling ************.
Sincerely,
****** *****
Member Relations
AARP Services, ****
*************
********************
AARP Case ID: ********Initial Complaint
Date:09/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was member for a year did not use it and cancelled the service I have called them numerous times to stop mailing me and the have not would like them to stopBusiness Response
Date: 09/24/2024
September 24, 2024
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint #********
***** ****
**********************
****, ** 85213
To the Dispute Resolution Team:
We are in receipt of your letter regarding ***** ***** claim that he has received numerous mailings from AARP and would like them to stop. We have investigated his concerns and welcome the opportunity to respond.
Mr. **** joined AARP on April 2, 2023. On March 5, 2024, he used our chatfeature and asked an AARP representative to cancel his membership and to cease all mailings. The appropriate suppressions for targeted solicitations were put in place on that date by the agent. We inform members that it may take up to 12 weeks for this request to filter through our database and those of our affiliated service providers.
On September 16, I responded to a BBB *************** posted and responded to him personally via the email address provided, stating that the time frame for suppressions had passed and asked if he could share a screenshot of the particular mailing or mailings he had received in order to investigate further. We have received no further communication until our receipt of this complaint.
Mr. **** should feel free to contact me through any of the channels listed below. If he can provide screenshots of the mailings, it is important to include the address labels, as they contain identification code information.
In addition to targeted solicitations (those sent to a particular person at a specific address), AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These items are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50-plus household.
If Mr. **** has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Customer Answer
Date: 09/24/2024
DuckDuckGo removed trackers from ********. More
Report Spam
BBB
Better Business Bureau
BBB PROVIDES A SERVICE THAT MARKETS
TRUST IN YOUR BUSINESS & BRAND
Company: AARP
Consumer: ****, *****
This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********.
Please click on the link below to access BBB's *************************** System to read this message.
Go to: ***************************************************
Enter Code: 697560919375F
This is a post-only mailing. Replies to this message are not monitored or answered. If you have any further questions or concerns, please do not hesitate to contact us at *************.
Thank you,
BBB serving ******************* & Eastern Pennsylvania (**************) *********************************************************************************************************** Phone: ************* Fax: ************* Email: ********************************* Web: ****************************************************************************************************************************************************************************
Please be sure to monitor your spam/junk/promotional folders for any future communications from BBB.
BBB
BBB PROVIDES A SERVICE THAT MARKETS TRUST IN YOUR BUSINESS & BRAND
Don't wish to be contacted by BBB? Click here to unsubscribe.
This message and all attachments sent by BBB is a private communication, and it may contain confidential and/or privileged information. Any disclosure, copying distribution or use of the information contained in or attached to this message is strictly prohibited. If you have received this message by mistake, please notify the sender by reply email and then delete the message from your system without printing, copying or forwarding it. Thank you.Customer Answer
Date: 09/26/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22287389
I am rejecting this response because:
I have been told that before
Regards,
***** ****Initial Complaint
Date:09/11/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ordered ****** gift card never arrived and aarp never never answer the phone this is scam i called and nobody wont help here they gave me a case id ********Business Response
Date: 09/23/2024
September 23,2024
Dispute Resolution Team
BBB of ******************* and **********
*****************************
******************; 20005
Re: Complaint #********
****** *******
***************
*********, ********
To The Dispute Resolution Team:
We are in receipt of your letter regarding ****** ******** claim that he has not received the ****** gift cards he purchased through AARP Rewards. We have investigated this matter and welcome the opportunity to respond.
Mr. ******* has been a valued AARP member since December 2023. He enrolled in AARP Rewards on September 9, 2024.
On that same day, Mr. ******* purchased six $500 ****** gift cards through AARP Rewards. He reached out to our contact center several times via phone and chat on September 10 and was advised that it might take three to five business days for him to receive his digital gift cards.
A member of our ************* Ombudsman Team reached out to Mr. ******* via email on September 11 and advised that the matter was escalated to our technical support team for review and that she would get back to him once she received an update. Later that day, she responded to Mr. ******* with a reminder that AARP Rewards guidelines preclude sharing ones AARP Rewards account or making purchases on behalf of another person. The email informed Mr. ******* that his purchase attempt resulted in a failed transaction and that a full credit was processed to the original credit card used. ********** by responded by email on that day with his thanks.
It is also important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: Digital Rewards items will be delivered to the Participants email address associated with their ************************** Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday Friday). Orders submitted on weekends or federal holidays,orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.
Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours."
If Mr. ******* has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to **************************************** or mail to the following address:
AARP,************* Ombudsman Team, *********************************; 20049.
We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, Sr. Advisor
AARP ************* Ombudsman Team
*****************************************************************Initial Complaint
Date:09/04/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased two cell phones from a ARRP-Infinity phone service. I received two phones and they never work. I was unable to get the phones to work. They send us new **** cards and the phone still don&#**;t work. I want to cancel my membership and refund.Business Response
Date: 10/15/2024
October 15,2024
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint #********
*** ********
*****************
**************, MO 65740
To the Dispute Resolution Team:
We are in receipt of your letter regarding *** ********* claim that he had trouble with a product advertised in an AARP Publication. We have investigated his concerns and welcome the opportunity to respond.
Mr. ******** has been a valued AARP member for 13 years.
On August 21, 2024, he called our contact center to report trouble with an Affinity cellphone. Affinity is an advertiser in AARP publications. A case was created by the contact center agent and escalated to our colleagues at AARP Advertising Policies, who manage our advertiser relationships.
Later that day,a representative from AARP Advertising Policies called the phone number provided, **************. Ms. ***** ******** stated that the issue had been resolved earlier in the day. AARP Advertising Policies closed the case.
We are complying with Mr. ********* request to cancel his membership and provide a refund. However, should he reconsider and would like either to reinstate his AARP membership and/or to have our Advertising Policies team investigate his issue further, he should feel free to contact me through the channels, below. A refund in the amount of $16 was processed and refunded to the credit card he used on his most recent renewal (October 26, 2023).
If Mr. ******** has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Initial Complaint
Date:08/30/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used to receive reward points for steps from my Apple health app. The last day I received points was 7/21/24. I have communicated with aarp multiple times and done everything aarp has told me to do and I am still not receiving points for my steps.Business Response
Date: 09/25/2024
September 25, 2024
Dispute Resolution Team
BBB of **********************************
*****************************
**********, *******; 20005
Re: ******** L. *******, ID # ********
To The Dispute Resolution Team:
We are in receipt of your letter regarding ******** Cantores claim that she has not received credit for her AARP Rewards points for her fitness tracker activity.We have investigated this matter and welcome the opportunity to respond.
Ms. ******* has been a valued AARP member for 4 years. She enrolled in the AARP Rewards program on December 30, 2020.
On July 31st, 2024, Ms. ******* initiated a chat with a representative regarding not receiving the fitness points on our Rewards website while using her Apple device. After review, the representative advised Ms. ******* of troubleshooting steps and then awarded the member with 150 Rewards points to her account for the inconvenience.
Ms. ******* reached back out to our contact center on August 28th stating the issue is ongoing and wanted additional help in resolving the syncing issue on the fitness app. The representative advised the member to contact ***** support for assistance and then proceeded to award the member with an additional six hundred rewards points as a courtesy due to the ongoing app issue.
The app synchronizing issue was escalated to our technical support team, and they have reported the matter to be resolved as of September 20. Ms. ******* may have to install an updated version of the app. If she has any further issues, she should feel free to contact me directly at ************. She can also contact me via email at *************************************** or by **** at ************* Ombudsman Team/AARP/***********************************************************
We appreciate the members patience in getting this matter resolved and for the inconvenience the issue caused to the member we have credited ****** AARP Rewards points to Ms.Cantores account. We apologize any inconvenience this issue has caused.
We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************Customer Answer
Date: 10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank them for fixing the issue. :)
Regards,
******** L *******Initial Complaint
Date:08/26/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am 83, AARP had my life insurance company imply a threat to me that they might not pay my children when I die if I did not renew my AARP membership yet there is no written requirement that AARP insurers are not required to pay unless the insured pays a membership fee to AARP continously. IT GETS WORSE. I, under the implied threat, told my children I would go ahead and pay AARP to keep them safe. IT GETS WORSE. It has only been a few weeks since I paid AARP and now I just got another bill to renew. I was so angry I called AARP and they said " well I will mark your account to not receive multiple notices." I said 'this is a scam, you thought I wouldn't remember that I had just paid you and would pay you double. ' Ostensibly AARP is violating the laws against *************** Exploitation and are probably collecting millions they are not even owed, I have caught magazine subscription clerks doing the same thing. Help. Air Force Vet **** *******Business Response
Date: 09/09/2024
September 9,2024
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint #********
***** ******
************
************, ** 36867
To the Dispute Resolution Team:
We are in receipt of your letter regarding ***** Carrolls claim that he has received early renewal notices for his AARP membership prior to its expiration.We have investigated his concerns and welcome the opportunity to respond.
Mr. ******* is a valued AARP member and renewed his membership on February 23, 2024. The standard AARP renewal cycle begins six months prior to the expiration of membership.
However, AARP provides members the opportunity to customize their communications preferences with the organization.?Some members prefer to receive these early renewal notifications, some containing incentive/discounted membership fees or premiums.?Others prefer to receive few notifications.
Mr. ******* called our AARP ************** on August 26, 2024. I listened to the phone call and the representative offered and on his approval -- arranged for his account to receive few notifications.?Under this process, he will receive one notice via **** about 30 days before expiration; one notice via email (if he is opted-in to receive email from AARP); and one notice about 30 days post-expiration, if his account should lapse.
As some mailings are prepared ahead of their distribution date, we ask that ********** allow six weeks for this request to fully filter through our databases.?Should Mr. ******* receive any renewal notifications (except as provided, above) after October 7, 2024, he should feel free to contact me through any of the channels, below, and I would be happy to assist him. We appreciate his patience and understanding.
It is AARP policy to refund membership fees to those who join or renew in error.?Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member.
If Mr. ******* has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to *****************************************************************,or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** *******, *********************************** Ombudsman Team
*****************************************************************Customer Answer
Date: 09/13/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: 22199080
I am rejecting this response because: The AARP spokesperson did not even address the main COMPLAINT, but I understand that the BBB has done all it can and I will take the reply to my lawyers and to the INSURANCE COMMISSIONERS, ************************************, ***, and others who enforce *************** Exploitation as my main complaint was that AARP is asking New York Life to collect AARP membership fees with an implied threat that New York Life will not pay the beneficiaries as New York Life will use the false requirement that the insured has to pay AARP for the policy to be paid by New York Life. AARP by not replying to the BBB with documentation of a requirement of paying AARP infinitely for the insured's policy to be valid confirms that the requirement of New York Life to call 83 year old seniors demanding AARP payment is not required in the copy of the policy for coverage. This is particularly disturbing because of ****** ******* ****** 60 MINUTES report "NOT PAID" concerning New York Life in 2016 which is only available on ************** now. AARP confirmed that they almost immediately sent me another bill while admitting that no bill was due for over six months. AARP has ignored complaints from seniors about being bilked for more than 10 years and seniors have cancelled their memberships claiming that AARP is receiving a kickback from ***********************************************, and New York Life for recommending them while AARP has misrepresented that they are only helping seniors by finding reputable insurers that they are not getting paid to endorse no matter how bad they are. Many seniors cancelled their AARP membership and tore up their membership cards when an ******* lawyer had to sue United Healthcare to get them to pay his mother's hospital bill. In a recent red light camera case against me ********* Alabama Veteran Takes Camera Ticket To Federal Court' ) I got my case dismissed not just by showing that red light camera companies tamper with the timing, but also quoting federal law prohibiting requiring money to be sent across State lines. AARP is violating that same Federal Law by requiring New York Life to call seniors demanding that they send money across State Lines. I appreciate the BBB's efforts and I am closing this BBB case so that I can seek litigation against AARP. ***** **** ******* Age 83, Air Force Disabled Veteran. Complaint is hereby closed.
Regards,
***** *******Initial Complaint
Date:08/26/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my husbands and mine membership with AARP last year. Yesterday they charged me for an automatic renewal membership (which was already cancelled and thought to have been deleted online.). They took the money out yesterday and Sunday, when the call center isnt open. I called this morning and they told me. I couldnt get a refund because it was my husbands name on the account. But I told them it was my name on the Debit card they were charging. Still wouldnt. My husband had to call while driving to get it canceled (truck driver). Then they said it would be 1 or 2 billing cycles before the refund would go through. Thats 1 or two months I guess. Thats an awful long time to get a refund that wasnt approved in the first place. They assured me last year that my account would be deleted. They stole the money and are not in a hurry to give it back. They took money I didnt have. Now I cant pay my utility bill till payday. So angry they can get away with this.Business Response
Date: 09/17/2024
September 17,2024
BBB of ******************** and **********
***************************
********************
Re: Complaint #********
To The Dispute Resolution Team:
We are in receipt of your letter dated September 9, 2024, regarding ******************** request for membership cancellation and refund. We have investigated her concern and welcome the opportunity to resolve this matter.
Our records indicate that a membership account (#*********** was established in the names of *** and Mrs. ***** and ******** ***** on August 25, 2023, for a 1-year term. The account was created as an Auto Renew membership at a discounted rate of $12 for the first year, to be charged annually $16 for subsequent annual renewals. Mrs. ***** stated in her complaint that the membership account was canceled last year; therefore, her credit card should not have been charged on August 25, 2024.
Unfortunately,our records show no previous communications to cancel their membership last year. Therefore, a $16 payment was charged to the credit card on the date of August 25, 2024, which prompted *** ***** to request a cancellation and refund on the ensuing date of August 26, 2024. It was also mentioned that the member was unhappy with the time frame associated with the credit reversal back to her card. While this process can take as long as 1-2 billing cycles, this does not necessarily mean that it will take the entire time. However, we ask that members please allow us the time that has been allocated to complete the transaction. In Mrs.Ortons case, the $16 refund has already reached her credit card according to our records.
We apologize for any frustration or inconvenience that the members experienced during this time and thank them for their years of service to the association.
If Mrs. ***** should need any additional assistance, she may call me directly at **************, and it would be my pleasure to assist her. If more convenient, she may send an email to my attention through the following email address, **************************************** or mail it to the following address: AARP,Consumer Care Ombudsman, *********************************; 20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
****** S. ******
Sr. Analyst,Ombudsman TeamInitial Complaint
Date:08/23/2024
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 18, 2024, I purchased two Carnival Cruise Gift Cards, each valued at $500, for a total of $1000. I paid $900. I was to receive the gift cards electronically. I never received the cards or a notification of purchase. I contacted AARP on August 19th but have not heard back from them, except that there was a glitch in the system. When I called they cannot give me an update.Business Response
Date: 09/16/2024
September 16, 2024
Dispute Resolution Team
BBB of **********************************
*****************************
*******************; 20005
Re: *****************************, ID # ********
To The Dispute Resolution Team:
We are in receipt of your letter regarding ********************** claim that he has not received Carnival Cruise gift cards he purchased through AARP Rewards. We have investigated this matter and welcome the opportunity to respond.
On August 19th, 2024, ******************** called our contact center and spoke to a representative regarding not receiving the two $500 Carnival Cruise gift cards he purchased through AARP Rewards. After review, the representative advised ******************** that she would need to escalate the matter to determine the status of the gift card purchases.
A member of our consumer care team reached out to ******************** via email on 08/19 and advised that the matter was escalated to our technical support team for review and would get back to the member once she received an update. The member responded back later that day and thought he would have received an email regarding his purchase. ******************* reached back out on 08/21 for an update. The representative replied that same day and advised she did not have any new update at that time and apologized to the member for the delay.
The member reached back out on 08/23 for an update on the gift cards. Our representative responded that ******************** would receive the gift cards at the close of business on 08/23. We have confirmed that the two $500 gift cards were sent to the member via email on 08/23.
It is important to note that the Terms and Conditions of the AARP Rewards program, of which every participant must agree to prior to joining the program, state the following regarding digital gift card delivery timelines: Digital Rewards items will be delivered to the Participants email address associated with their AARP.org Online Account within 24 hours for orders submitted during normal business hours (8 am - 5 pm EST Monday Friday). Orders submitted on weekends or federal holidays, orders missing sufficient information to ensure the order is valid, and orders that encounter payment issues may take longer to resolve. AARP further reserves the right to extend delivery times in its sole discretion and without compensation or reimbursement to Participant for any reason, including without limitation to conduct due diligence, to resolve supply issues, or to audit transactions.
Further disclosures are also provided to all participants prior to the point of purchase. Each item in the catalog reminds users that "In some instances delivery may take longer than 24 hours." The gift cards were delivered to ******************** within a reasonable timeframe and in accordance with the agreed-upon terms and conditions.
We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***************************
Advisor, AARP Ombudsman Team
***************************************Customer Answer
Date: 09/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*****************************Initial Complaint
Date:08/13/2024
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ongoing 30 days: AARP Holland America gift card. I attempted to purchase 2500 gift cards for an upcoming cruise. I am retired and live in ****** (***************) and have physical US address. I attempted to purchase on AARP Rewards website and was denied, I again tried again when I was in ********** and still denied. They are stating because I am outside ** there maybe problems with benefits. I have a physical US address, pay Fed/State taxes, my bank of 10 years is there, car is registered there....+++ They refer me to the Rewards rules which don't apply as I have a US address. I explained no fraud, my card is fine. I want the Rewards program to allow me to purchase gift cards which will save me $200 on the cruise. Thank you.Business Response
Date: 08/27/2024
August 27,2024
BBB of ****************, ** and Eastern PA
**************************************************;
************** 20005
Re: Complaint #********
***************************
****************
*************, CA 94115
To the Dispute Resolution Team:
We are in receipt of your letter regarding ******************* claim that he has been unsuccessful in his attempts to purchase Holland America Cruise gift cards through the AARP Rewards program. We have investigated his concerns and welcome the opportunity to respond.
********************** has been a valued AARP member since this past June. He enrolled in the AARP Rewards program on June 24, 2024.
We extend our sincerest apologies for the inconvenience ********************** faced with his credit card transactions being declined. We realize how frustrating this situation must have been for him, especially during a purchase attempt.
While payment authorization occurs at the bank level and is out of AARPs direct control, our team is constantly reviewing our systems to ensure the best possible user experience. We are also working closely with our bank partners to streamline the verification process to minimize rejection of payment methods without compromising the effectiveness of it. Our systems are designed to protect Members and the AARP Rewards Program from fraudulent activity to ensure we can continue to offer robust benefits for our members. For the security of everyone, the payment systems have little flexibility for information mismatches during payment authorization.
Mr.********** most recent attempt to buy gift cards was on August 14, 2024, when he successfully purchased five, $500 Holland America gift cards from AARP Rewards.
If ********************** has any other questions or concerns, he may call me directly at **************.If more convenient, he may send an email to **************************************** or mail to the following address:
AARP,Consumer Care Ombudsman Team, *********************************;20049.
We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
****************************** ******************************* Ombudsman Team
***************************************
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